Senior Customer Support Operations Analyst

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Business Analyst who can help us move even faster.

noon’s mission : Every door, every day.

What you'll do :

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

The Senior Business Analyst will be a critical part of the Customer Service / Customer Experience team, responsible for leveraging advanced data analysis to identify opportunities, define business requirements, and drive key strategic projects that improve the customer journey, enhance operational efficiency, CS operations KPI and increase customer loyalty and retention. This role serves as the essential bridge between the Customer Service operations, Product / Tech teams, and senior leadership.

Key Responsibilities

Data Analysis & Insights :

• Conduct deep-dive, end-to-end analysis on massive, complex, multi-dimensional customer service datasets (e.g., ticket volume, contact drivers, resolution time, CSAT / NPS, operational costs) for all Business units in noon – noon, noon in Minutes, Namshi, NowNow and noon food
• Identify trends, patterns, and root causes of customer friction, operational bottlenecks, and pain points in the customer journey across various channels (chat, email, voice, self-service).
• Translate complex data findings into clear, concise, and actionable business recommendations for product, operations, and leadership teams.

Stakeholder & Project Management :

Reporting & Measurement :

Process Improvement & Innovation :

What you'll need :

Technical Expertise (Must-Have)

Core Competencies

Preferred Qualifications

Who will excel?